The Rise of Mobile Customer Experience
Mobile can’t be ignored. The mobile experience can be painful to delightful. None of it happens by magic. There is …
Tag Archives: Customer Experience
The Healthcare Experience Revolution
What if your goal (strategy) is to revolutionize the health care experience? I think most of us would agree there …
What is more important, advertising or amazing customer service?
How important is the experience that customers have with you? Before you answer, consider this: 40% of people began purchasing …
Faking the customer experience
If the product really stinks can you fake the experience to generate more profit? You can’t fake the real experience. …
What will the workforce of the future look like?
What will the workforce of the future look like? Great question. It will be the same and it will be …
How should we organize ourselves to deliver a stunning customer experience?
Bruce Temkin does great work on customer experience. He has identified characteristics of mature customer experience approach. This is essential …
Disruption 101: Transforming an Innovative Idea into a Sustainable Business
Are you a software company? Should you be a software company? Are you about to be disrupted because you don’t …
How will it end?
How will it end? There are many things about the customer experience we may not have the resources to impact. …
From a millennial to nonprofits – Can you give us bold and robust?
This is a stunning way to see what can happen when you are a digital nonprofit. It is a challenge …
What are the rules of employee engagement for a great customer experience?
More and more, we are beginning to recognize that a key to the customer experience is highly engaged employees. Gallup …
E-commerce Sales Tools and Customer Experiences that Are Shaking Up Business
Consumers are flocking to our E-Commerce sites and buying. The challenge is that the customer experience is not static. Others …
Do we really want to treat our customers like plankton?
Who wants to be plankton? Seth Godin, in a very insightful blog post, gives us the answer. We don’t want …
Will the Rightful Customer Experience Owner Please Stand Up?
The customer experience is a journey involving many along the way. Does the sales department “own the relationship”? What about …
How do consumers expect to connect with us?
You know technology is moving fast. So are customer expectations. Adoption of multiple devices is now the norm. I connect …
In the world of customer experience, what does the path look like?
Customer experience does matter. It isn’t easy to get there but a road-map does exist. Temkin Group’s research shows that companies …
Employee engagement is foundational to donor engagement
Employee engagement is foundational to donor engagement. It is highly unlikely that an employee who hates their job or who …
Why should I invest in improving the Donor experience at my nonprofit?
It is reasonable to ask, if my nonprofit invests in the donor experience, will it work? This question drove Watermark …
What middle managers really think about the customer experience.
Middle managers face a big squeeze in the focus on the customer experience. Senior management has a vision. Current operations …
Why is asking unstructured questions important in “voice of the customer” programs?
We are focused on our customers. We are making the transition to understanding the goals and needs from their perspective. …
Does an ounce of prevention make a difference in the customer experience?
We have many opportunities each day to create a positive customer experience. That should be the norm. We should focus …
7 Wonders of Effective Customer Experience Leaders
7 Wonders of Effective Customer Experience Leaders CustomerThink has identified seven principles of simple, powerful, natural gifts that we’ve all …
How to make employee engagement a key metric
When employee engagement becomes foundational to how you do business as a part of people initiatives, it will become a …
What is the return on investment in the customer experience?
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. …
Contact center customer experience trends to stay on top of for 2016
The pace of change in the customer experience is moving fast. Consumer expectations are ramping up to the highest common …
6 important characteristics to step into the digital leadership void
CIO’s are well positioned to lead a company digital transformation. They are logical place to look for leadership. What does …
11 Customer Experience Trends for 2016 (The Year of Emotion)
There are lots of list like this at this time of year. Bruce Tempkin always has great insight. Culture change …
What does a modern CRM system look like?
CRM systems have been around a long time. Companies have had more failures than successes but the systems keep getting …
Does the customer experience need more emotion?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Have we forgotten to engage emotionally with customers?
Having the right numbers is critical. But CEOs are human too, so you should also strive to get them to …
Make Money, save money with an amazing customer experience. Any Questions?
Make Money. Save Money. Any Questions? Given that senior executives like to get things done… … it shouldn’t come as …
3 Strategies to Sell the CxO on Customer Experience Management (CXM)
Do you have a “burning platform”? If so, making the case for investing in customer experience management is in order. …
So what exactly does Customer Experience (CX) mean?
Customer experience is the big “buzz phrase” of the decade so far. While we use it a lot, what does …
Technology’s Undeniable Impact on Individualization
Consumers now expect certain experiences. We we don’t meet them, they move on. Personalization is expected at every turn. We …
Is there an ROI to the customer experience?
Is there a correlation between a great customer experience and loyalty? We all want to know, does it work? Annually, …
6 ideas on how to build a digital business ecosystem
Building a digital business is about building an ecosystem, not just a few isolated initiatives that have no impact on …
Are you finding it tough to convert insight into action?
It is a challenge to turn raw data into insight. Doing it in real time or near real time just …
In the digital world, it is “Just the facts” ~~ Please!!
Dragnet’s Sgt. Joe Friday character frequently implore informants to provide ‘Just the facts‘. We have all kinds of “facts”, data …
What is the CIO Strategy for the “Age of the Customer”
If you are a technology leader, you need a strategy for digital transformation. As more executives obsess over the customer …
Can the CMO also be the CCO?
We are obsessing over roles and titles but they do make a difference. We have the Chief Customer Officer, the …
How to let creative talent figure out how to focus on the customer experience
Jordan Cohen, in the Harvard Business Review tells a great story that drives the point home about empowerment. For the …
What should you do to start the journey of constituent experience?
The effect of everyone jumping on the constituent experience bandwagon is a slowdown in the maturation of this new business …
How to Deliver Patient-Centered Care: Learn from Service Industries
The focus on “the customer” takes many forms, depending on the type of business you run. If you are in …
What is the secret sauce for delivering in the new digital world and transform our businesses into digital businesses?
In our new digital world, we know we know we need to be fast and agile. It also helps to …
How to Build an Online Cult of Customers
Speaking at Inc.’s GrowCo conference in New Orleans, Baratunde Thurston shared tips on how businesses can use personal stories online …
What is our strategy for customer experience continuous improvement?
Customer experience excellence requires an approach that focuses on continuous improvement. This starts with a strategy that supports a goal …
Are there risks to mobile CRM?
There’s no stopping the mobile CRM revolution, but those who rush into it headlong with an eye only to the …
When Was The Tipping Point For Customer Experience? It Looks Like It Started “Tipping” In 2010!
When Was The Tipping Point For Customer Experience? It Looks Like It Started “Tipping” In 2010! Harley Manning’s Blog – Harley serves …
"The best advice that I can offer you is to learn the language of the C-Suite when making the case for what it is you believe is the right thing to do." ~Brian Solis
You have a passion for the customer. You know that improving the customer experience will make a difference. That is …
Customer Experience Isn’t Just About Customer Service
Customer service is not the same as the customer experience. Customer service is one interaction, usually on one channel, out …
Is your contact center focused on the experience?
Is your contact center loyalty focused and focused on the experience of the customer? As a consumer, I do have …
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